Administrative Support VII (Customer Service and Phone Room Supervisor – Tax Services)

OFFICE OF THE COOK COUNTY CLERK

NOTICE OF JOB OPPORTUNITY

• Research and partner with other CCCO staff to analyze, audit, review and prepare consistent RE&TS processes and operating procedures surrounding the Customer Service and Phone Room functions.
• Collaborate with team members to develop, implement and promote new processes and new uses for technology throughout the Customer Service and Phone Room department.
• Serve as the subject matter liaison to all other governmental agencies on Customer Service and Phone Room matters.
• Monitor, review, recommend and ensure proper staffing levels within the Customer Service and Phone Room department.
• Monitor, review, recommend and ensure proper supply levels within the Customer Service and Phone Room department together with other departments in RE&TS.
• Manage and oversee the processing of tax searches and customer service matters in compliance with the applicable Illinois statutes and county ordinances.
• Resolve all escalated customer service and phone room issues.
• Support FOIA Officer and Communications team in the response to FOIA, Legal, and Media requests.
• Prepare and report Customer Service and Phone Room department productivity and data metrics on a consistent basis. 
• Review staff preparation of tax bills, tax searches, and data entry for accuracy and efficiency.
• Coordinate and validate the processing and maintenance of take notices and notices of extensions from tax buyers in compliance with the applicable Illinois statutes and county ordinances.
• Manage and coordinate the posting of property tax information to the public record, both digitally and in paper formats, in compliance with the applicable Illinois statutes and county ordinances.
• Coordinate the validation of property tax records in the preparation of tax searches and providing customer service.
• Review all bankruptcy notices and delegate for processing.
• The Supervisor is responsible for making sure all mail correspondence is processed and distributed accordingly.
• Create and validate requested tax searches based upon historical and current year property tax data and complete fire insurance documentation for customer.
• Train department staff on department initiatives, procedures, systems and policies.

• Create, maintain and implement “how-to” guides and other resource aides in collaboration with applicable CCCO staff, which will be stored and accessible for all department and CCCO staff for training and development.
• Coach counsel and train staff in the efficient and orderly handling of Customer Service, tax searches, data entry, prior year tax bills, take notices, notices of extension, and report preparation.

• Collaborate with Communications team to update, develop, and improve existing and new materials and documentation used by the Customer Service and Phone Room Department.  
• Troubleshoot and resolve operational matters which occur throughout the course of each day.
• Attend, facilitate and assist with CCCO presentations regarding the Customer Service and Phone Room Department.
• Participate in internal and external property tax or related outreach functions which may include, but are not limited to, seminars, conferences, outreach events, legislative hearings, and court appearances.
• Perform standard supervisory duties such as, but not limited to, administering discipline, monitoring attendance, and balancing department resource needs.
• Ability to effectively resolve disputes with customers and/or staff or escalate to management as needed.

• High school diploma, or the General Education Development (G.E.D.) Certificate.
• Five (5)-years of customer service experience. 
• Three (3)-years of experience working on real estate taxation issues.  
• Proficient in Microsoft Office Suites and/or Office 365.

• Bachelor’s Degree or higher from an accredited college or university, with an emphasis in taxation, business, or closely related field. 
• Seven (7) years of customer service experience.
• Experience supervising and/or managing employees.

• Familiarity with Cook County taxing districts, tax codes, property identification numbers, and tax maps. 
• Knowledge of ordinances, regulations and statutes, including the Illinois Property Tax Code, which govern tax search and customer service operations.
• Excellent verbal and written communications skills.
• Must be self-directed, innovative and possess a positive attitude.
• Demonstrate keen attention to detail, accuracy and precision.

• Analytical and capable of solving complex issues. 
• Skilled researcher, capable of analyzing large sets of data related to a single or multiple issue simultaneously.
• Ability to work independently or as a member of a team. 

• Long periods of time working on a computer requiring vision and typing capability.
• Standing and walking for moderate periods of time.
• Ability to sit for at least two (2) hours at a time.
• Must be able to lift 30 lbs. (this is the weight of a Judgment Record).